campbell dismissed the idea that the loose seats could somehow be linked to the ongoing labor dispute. >> i have a difficult time believing that it was -- that it's actually because -- i just don't believe it is. >> reporter: as american airlines promises to fix the problem, many passengers we spoke with say that while the issue with loose seats is troubling, it doesn't necessarily shake their confidence in the airline. >> seems kind of trivial. >> i'm a frequent flier, so it's -- it would be hard to change. i would have to look into that to see if they took care of it. >> reporter: instead, passengers say it's the flight delays and cancellations. about 12,000 flights delayed just in the past month and more than 1,000 flights canceled. that could make loyal customers like carl think twice. >> if the current labor process drags on and current flight delays, that could change my mind. >> i want to point out interesting timing here. just as american airlines came forward, front and center on this story, we got word the pilots union agreed to resume contract negotiations with the airline.